Healthcare Call Center Lead

Datavant; Bismarck (ND); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant is seeking a working supervisor to oversee all call center associates and ensure the quality of HealthPort services while maintaining profitability. This role trains customer service staff and develops policies to ensure customer satisfaction.

You will schedule, assess service models, handle performance, mentor staff, manage difficult customer situations, track calls, and contribute to process improvements.

Qualifications

• At least 2 years supervisory or management experience in a call center or customer oriented environment.
• Experience with Microsoft Office Suite or similar tools.
• Proven organizational skills.
• Excellent verbal, written and interpersonal communication skills.
• Team oriented and able to work with others.
• Able to sustain continuous pressure in a fast-paced environment.
• Proficient time management, problem solving and analytical skills.
• Bachelor’s degree or equivalent experience OR an Associate's degree and 4 years supervisory or management experience in a call center or customer oriented environment.

Responsibilities

• Plan, prepare, and devise work schedules, according to budget, call volume and production needs.
• Assess current customer service model for efficiencies and quality enhancements.
• Assist with appraising performance, addressing complaints and resolving problems
• Ensure each call center associate has the skills and knowledge necessary to provide excellent consumer service.
• Manage difficult customer situations and solicit customer feedback for process improvement.
• Track incoming and outgoing calls in order to provide data to upper management, allowing for implementation of necessary changes.
• Develop short and long term strategies to improve morale.
• Monitor individual and department results to address potential productivity and customer concerns.
• Assist with development and implementation of other programs that benefit the organization and its customers.
• Communicate with management regarding creative concepts and objectives, which may benefit the company.

Skills

Supervisory experience

Team oriented

Communication skills

Time management

Analytical skills

Problem solving

Organizational skills

Education

Bachelor's degree or equivalent

Associate's degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

Datavant is seeking a working supervisor to oversee all call center associates and ensure the quality of HealthPort services while maintaining profitability. This role trains customer service staff and develops policies to ensure customer satisfaction.

You will schedule, assess service models, handle performance, mentor staff, manage difficult customer situations, track calls, and contribute to process improvements.